Pause/Resume Call
4 min
Overview
The Pause/Resume Recording feature allows an agent to temporarily stop and then restart the recording of a live call and/or their screen. This functionality is critical for protecting sensitive customer information, such as credit card details, and is a key component of PCI-DSS compliance.
How It Works
While on a live, recorded call, the agent can click a "Pause Recording" button on their custom app / CRM. The system stops capturing audio. After the sensitive information has been exchanged, the agent clicks "Resume Recording," and the system continues recording the interaction. The final recording file will exclude the paused segment.
Prerequisites
- The campaign or system must be configured for call recording.
- The agent's role must have the permission to pause and resume recordings.
Configuration Steps
- Need development / custom module to be implemented from Professional Services team
Use Cases
- PCI Compliance: An agent pauses the recording while a customer reads their credit card number over the phone.
- Protecting PII: An agent pauses the recording when a customer needs to provide a social security number or other sensitive Personally Identifiable Information.
- Healthcare Privacy (HIPAA): An agent might pause a recording when discussing sensitive patient information that should not be stored.
Benefits
- Ensures Data Security and Compliance: Protects sensitive customer data from being stored in recordings, helping organizations meet strict compliance standards.
- Builds Customer Trust: Reassuring customers that their sensitive information is not being recorded can increase their confidence.
- Reduces Risk: Minimizes the risk of data breaches by preventing the storage of valuable financial or personal information.
Limitations
- The process relies on the agent to remember to pause and resume the recording at the appropriate times.
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